Customer Service
Scripts
Effective customer service scripts are the foundation of providing
excellent support. These scripts help representatives navigate common
scenarios, deliver consistent information, and resolve issues efficiently.
Management and Strategy Institute
Handling Complaints
Listen Actively
1
Demonstrate empathy and let the customer fully express their concern.
Acknowledge the Issue
2
Validate the customer's feelings and take responsibility, even if the issue is
not your fault.
Provide a Solution
3
Offer a resolution that addresses the customer's needs and leaves them
feeling heard and satisfied.
Providing Information
Product Details Policies and Procedures Industry Expertise
Ensure you have comprehensive Be well-versed in your company's Demonstrate your understanding
knowledge of product features, policies, return policies, and of the broader industry trends and
specifications, and benefits. general guidelines. customer needs.
Resolving Issues
Identify the Problem
1 Gather all necessary information to clearly understand the customer's issue.
Develop a Plan
2 Determine the best course of action to address the problem effectively.
Implement the Solution
3 Efficiently execute the plan and provide a satisfactory resolution to the
customer.
Sample Script: Addressing a Billing Inquiry
Greeting Understand the Issue
Hello, thank you for calling. How can I assist you with I'd be happy to look into that for you. Can you please
your billing inquiry today? provide me with the details of the charge you have a
question about?
Resolve the Issue Close the Call
Okay, I see the issue. Let me make the necessary Is there anything else I can assist you with today? If
adjustments to your account and provide you with a not, I'm glad I could resolve this billing issue for you.
credit for the incorrect charge. Have a great rest of your day!
Sample Script: Responding to a Product
Complaint
Listen Attentively Apologize Offer a Solution Express Gratitude
I understand your I sincerely apologize for Based on the information Thank you for bringing this
frustration with the the inconvenience this has you've provided, I would to my attention. I
product. Please tell me caused you. Let me work be happy to send you a appreciate your patience
more about the issue on resolving this for you. replacement product free and the opportunity to
you're experiencing. of charge. make this right.
Sample Script: Offering a Return or Refund
Greeting Thank you for calling, how can I assist you today?
Understand the Concern I understand you'd like to return or refund the
product. Could you please provide me with the
details of the item?
Explain the Process Okay, based on our return policy, I can process a full
refund for the item. How would you like to receive the
refund?
Confirm and Close Great, I've initiated the refund for you. You should
receive the credit within 3-5 business days. Please let
me know if there's anything else I can help with.
Conclusion and Key Takeaways
Empathy and Active Listening Consistent Information
1 2
Demonstrate genuine concern and allow Provide accurate, up-to-date details about
customers to fully express their issues. products, policies, and procedures.
Efficient Problem-Solving Personalized Service
3 4
Quickly identify the problem, develop a plan, and Tailor your approach to each customer's unique
implement an effective solution. needs and concerns.
